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Position Summary:Under general supervision, the PreQual Assistant I assists potential students through the prequalification process for enrollment with National University System affiliated schools. Using a conversation guide, the PreQual Assistant I is accountable for creating a consistent and positive first impression with all potential students via multi-channel communication methods. The PreQual Assistant I is responsible for properly distributing University applications and communications to the Enrollment team while ensuring students are paired with the correct advisor promptly. The PreQual Assistant I works collaboratively with their peers, manager, and other coworkers to ensure the objectives of the University are achieved.Immediate supervision is from the Center Director or equivalent. At various times during the admissions/recruitment cycle, close supervision for specific projects may come from the PreQual Counselor or Associate Vice President.Essential Functions:
Supports University enrollment by responding to student inquiries and pre-qualifying prospective students for admissions.
Responds to prospective student inquiries to National University and its affiliates according to the department SOPs and the internal and external conversation guides.
Utilizes multi-channel modes of communication for prospective, active, and previous students: phone, Live Chat, SMS, face-to-face, and email.
Demonstrates a fundamental knowledge of educational programs offered by National University and its affiliates and effectively field routine questions; provide callers with general University information.
Demonstrates flexibility to work in a changing environment with a desire to continually strive for excellence.
Strives for continuous improvement and support of the Enrollment team office by achieving monthly goals for student contact and transfers rate.
Demonstrates exceptional customer service skills by creating the best first impression for new and current students of the University.
Works as a team player while interfacing with other departments within the organization.
Drives a customer-centric and natural flowing conversation with our potential students following basic processes and guidelines.
Operates within compliance with department SOPs and policies, along with the proper execution of internal and external conversation guides.
Works closely with university staff to ensure that student inquiries are properly responded to strategically coordinated and addressed promptly while supporting academic integrity and University policies.
Maintains professional knowledge in applicable areas (i.e., maintains a working knowledge of the assigned area; researches new trends and advances in the profession; become familiar with the use and understand the technology used by students; reads professional literature; attends conferences, workshops, and training sessions).
Must understand and follow five recording procedures and disclosures when operating in the call system.
Requirements:Education & Experience
College credits towards a degree preferred.
High School diploma required.
A minimum of two (2) years of a combination of professional and customer service experience or equivalent preferred.
Customer Relationship Management (CRM) experience.
Student Information System (SIS) experience.
Technical / Functional Skills
Demonstrated skills in customer service and a desire to work in this capacity.
Demonstrated skills in communication and public speaking.
Ability to utilize a conversation guide and scripts.
Telephony software use and dexterity.
Customer ?service center? skills.
Math skills.
Knowledge of and willingness to learn and work with technology; specifically, word processing environments, internet navigation, database management, SMS, Live Chat, and e-mail correspondence.
Knowledge of the National University System and its programs.
Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, SharePoint).
Competencies
Coachable and adaptable to change.
Creative, with an innate ability to think outside the box.
Flexible and dependable team player.
Ability to work independently.
Ability to prioritize work.
Ability to work in a fast-paced environment.
Physical Demands / EnvironmentHours of operation are Monday ? Thursday 7:00 am to 8:00 pm; Friday 7:00 am to 6:00 pm; and Saturday ? Sunday 8:00 am to 5:00 pm. Advisors will work a five-day weekly work schedule while rotating weekend coverage. Advisors will be required to work at minimum 3 or more weekend shifts per month, as well as certain holidays that National University identifies as prudent to be open to provide student support. Exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal. The work is performed in an office environment.Travel: Ability to travel to NU sponsored events, as needed.
Vacancy expired!